JOB DESCRIPTION
JOB TITLE:
GUEST LIAISON ASSISTANT
DEPARTMENT:
GUEST SERVICES HORDER HEALTHCARE
ACCOUNTABLE TO:
GUEST SERVICES MANAGER / SENIOR GUEST SERVICES ASSISTANT
JOB SUMMARY/PURPOSE
To work as a member of the Guest Liaison Team Horder Healthcare as appropriate.
RESPONSIBILITIES/DUTIES

Receive all telephone calls and forward as appropriate. Switching over to THC at the end of the day.

Distribute documents etc. to patients/staff.

Carry out ‘meet and greet’ duties on the reception areas, redirecting visitors, patients and staff
appropriately in a confident and professional manner.

Provide clerical, typing and any other support as required by the clinical team.

Filing, faxing, photocopying, distribution and retrieval of patient’s notes and X-rays etc, in line with
Horder Health Care Records Management guidelines.

Ensure, in conjunction with the Guest Services Manager / Guest Services Assistant, that annual leave
and planned sickness are covered in the Guest Liaison Team.

To cover Guest Liaison Assistant role in the absence of a staff member as required.

Record arrival, departure times, and book follow up appointments via IPMs software.

To register, book new appointments and enter insurance details on IPMs.

Proficient in Microsoft excel and data entry including, number accuracy.

To proactively anticipate work load and to prepare ahead accordingly.

Completion of all forms and relevant billing including the invoicing of patients.

Take record and reconcile all monies including cash, cheque and card payments.

Maintain petty cash and petty cash records, reconcile petty cash.

Banking of all cash weekly.

To maintain a good working relationship with all external parties linked with the clinic.
Continued…..
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Quality

Adhere to customer services standards and accompanying guidelines.

Deal with customer complaints in a professional manner, involving senior staff as required and following
Horder Healtcare’s Complaints Guideline.

Liaise with the management team to put forward proposals for improvements in service delivery based
on customer feedback.

Ensure that the customer’s experience is as positive as possible and actively promote the organisation
with customer interactions
GENERAL

To carry out any other reasonable duties as requested by senior staff.

To ensure that confidential information is not disclosed about Horder Healthcare or its associated
companies (including information regarding patients and staff) to any unauthorised member of staff, or to
anyone outside the employment of Horder HealthCare.

To comply with all Horder Healthcare Policies and Guidelines.

To act in such a manner as to satisfy public trust and confidence, to uphold and enhance the good
standing and reputation of Horder Healthcare.

You are required to apply security in accordance with established policies and procedures of the
organisation.

To take an active role in Horder Healthcare’s staff appraisal system and action agreed goals and
objectives.

To attend regular supervisory meetings with the line Manager
This job description is intended to reflect, and outline, the responsibilities of the post holder which may change over
time with the business needs of Horder Health Care. It will therefore be subject to annual review, in accordance with
the annual individual performance review, and in consultation with the employee.
Job Description Agreement:
I have read this job description and understand the contents in my day-to-day duties.
Jobholder’s name (Please print) …………………………………………………
Jobholder’s signature …………………………………………… Date………………………..
Manager …………………………………………………… Date………………………..
June 2013
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